Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction occurred on 3 April 2024.I am paying under $10 monthly for A/C, HEATING & DUCTWORK which covers 2 systems, including seasonal tune-**** In addition, I am covered for WATER HEATER which covers 2 gas, electric or tankless water ********** complaint is strictly for the A/C Heating and Ductwork coverage. When I signed up for the coverage that went into effect on March 2, 2023...I was told up to 2 units would be covered per service call. I have two (2) Units for A/C and Heating that have been serviced several times since I got the coverage. Today (3 April 2024) the Allied Warranty company informed me that my coverage would be for only 1 unit. I contacted ************** that wrote the contract and (they) stated the coverage is for up to 2 units per service call as stated in the contract on ********* 3 under the section A/C, Heating and Ductwork covers 2 systems. Each system has either Heating or Air Conditioning. This would be the same as for my WATER HEATER coverage for 2 gas, electric, or tankless water heaters.

  Business Response

  Date: 04/08/2024

  April 8, 2024
  
  
  Better Business Bureau
  The Dispute Resolution Team
  *****************************************************
  ********************
  
  
  Case # ********William Winter
  
  
  To Whom It May Concern:
  
  
  We sincerely apologize for any inconvenience that our customer may have experienced. Upon reviewing their account, we found that our customer service agent incorrectly informed them that they were not eligible to file claims on their second ** unit due to having only one HV** plan.
  
  We deeply regret this miscommunication and any inconvenience it may have caused our customer. We have since reached out to the customer to apologize for the ******** an effort to rectify the situation, we have revoked the cancellation on the claims and offered an increased upfront payment of $125 for each of the ** claims as a goodwill gesture. The customer has accepted this offer.
  
  If there are any further questions or concerns, please feel free to contact me directly. 
  
  
  Sincerely,
  
  ****** ******
  Customer Relations Analyst

  Customer Answer

  Date: 04/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim to Allied Warranty on August 10, 2022 for reimbursement to pay for the refrigerator I had to replace due to a power outage at my home. On July 22, 2022, I contacted ********* ******** because my refrigerator was no longer operable. A few days prior to me contacting ********* ******** we experienced a local power outage in our neighborhood. When the power was restored my refrigerator did not come back on, and it was inoperable. ********* ******** estimated the cost to repair the refrigerator to be approximately $1,157. They stated on the invoice that the compressor needed to be replaced. (Note: my refrigerator was working fine prior to the power outage). They also stated, that I should contact ***** for an upgrade on my compressor. When I contacted ***** they said the minimum cost to come out would be $300 for labor to replace the compressor if covered under the recall. They also stated, there would be additional charges for any other repairs required to get the refrigerator working if at all possible. Because my refrigerator went out as a result of a power outage, I was not sure what additional cost would be involved in the repair. However, I knew I could not afford even $300 at that time. Therefore, I decided to file a claim under my Surge Protection Warranty with Reliant/Allied Warranty. When I contacted Allied Warranty for Reimbursement they did not tell me that the invoice for repair had to state on the document the compressor went out because of a power outage. When I contacted ********* ********, I told them the refrigerator had stop working during the power outage, and did not come back on after the power was restored. Allied Warranty could/should have came out to make their own diagnostic evaluation of my refrigerator, but they had no company in the area to perform the diagnostic evaluation. So, they accepted ********* ******** diagnostics evaluation of the refrigerator. Allied needs to honor my Surge Protection Warranty

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  
  Better Business Bureau
  1333 W. Loop South, Ste. 1200
  Houston, TX 77027
  
  RE: Case No. ******** (Therisa B*** WO-********)
  
  To whom it may concern,
  
  First and foremost, we would like to apologize for any inconvenience the customer may have experienced throughout the claims journey. We are in receipt of the customer’s concern related to their refrigerator claim and have communicated our contractual obligation in respect to the claim decision.
  
  Ms. B*** contacted Allied Warranty on August 10th indicating she forgot about the warranty and already had her technician out who stated the unit may be in need of a new compressor. Customer also stated she had purchased a new refrigerator which was due for delivery the next day, which included hauling away the old unit.
  
  Given the circumstances, we agreed to file a claim and instructed the customer to send in the invoice from her technician to determine if the item would have qualified for coverage. In addition, we sent the customer an email detailing the instructions for reimbursement eligibility. During the claim intake, the customer received the email and read the email out loud during the recorded call, including the section that outlines that the invoice will require a cause of failure.
  
  Upon receiving the invoice, we informed Ms. B*** that the “cause of failure” is not listed on the invoice, therefore, we would not be able to move forward with coverage. Being that the unit was already replaced, we are challenged with determining a proper cause of failure to the unit.
  
  We have communicated our stance to the customer and have also encouraged Ms. B*** to contact her technician to revise the invoice and include the reason the compressor failed. Once we can determine if the failure occurred due to a power surge, we can move forward with a proper claim decision.
  
  Again, we do extend an apology for any confusion in this matter. If there are further concerns related to this claim, we welcome the customer to contact us directly. Thank you.
  
  
  Sincerely,
  
  Customer Relations Team
  
  

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RLC came out on be half of reliant as a warranty service provider.my air conditioner was not getting cold.so they said it may have a leak.and it needs to be fixed.they replaced the hold unit in the attic.they replaced it and billed the warranty service 599 and 180 for Freon and we paid 1300. Additional out of pocket but the warranty service was bill less than one we paid

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  Better Business Bureau
  1333 W. Loop South, Ste. 1200
  Houston, TX 77027
  
  RE: Case # ********
  Greta Hanlon, WO-********
  
  
  To whom it may concern,
  
  Allied Warranty is in receipt of the customer’s concern related to the cooling claim. Upon further review, we are pleased to confirm that the claim was handled according to the terms and conditions. The terms and conditions outline that the limit of liability per claim incident is $500. Based on the contractual agreement, Allied Warranty did pay the full $500 limits of liability towards the replacement of the air conditioning system. While we understand that there was an out-of-pocket expense on the customers end, our contractual obligation has been met.
  
  Again, we do extend an apology for any confusion or inconvenience the customer has endured. If any further questions or concerns arise, please do not hesitate to reach out. Thank you.
  
  
  Sincerely,
  
  Customer Relations Team